User Friction
How often visitors encounter roadblocks across all your companions.
The User Friction card measures how often visitors run into problems during their conversations. It gives you a quick read on whether your companions are providing smooth experiences or creating frustration.
What you see
A donut chart splits all sessions into two segments:
| Segment | What it means |
|---|---|
| Friction detected | Sessions where the visitor hit some kind of roadblock — confusion, dead ends, repeated questions, or other signs of struggle. |
| Smooth sessions | Sessions that flowed naturally without any detected issues. |
The percentage and count for each segment are displayed alongside the chart.
What counts as friction
Friction is detected automatically by analyzing conversation patterns. Common signals include:
- A visitor asking the same question multiple ways (they didn't get a good answer the first time)
- Conversations that go in circles without reaching a resolution
- Visitors expressing confusion or frustration
- Dead-end responses where the companion couldn't help
What to do about it
- A low friction percentage means your companions are well-trained and handling conversations smoothly.
- A high friction percentage is a clear signal that something needs attention. Your companions may need better training material, improved conversation flows, or expanded knowledge bases.
- Cross-reference with Resolution Rate and User Sentiment to get the full picture.
For friction data on a specific companion, visit Companion Insights.
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